Mark Caiger Email & Phone Number

Bromley, England, United Kingdom

London And The South Of England

Developing strong, long lasting relationships with key accounts including Tossed, Ottolenghi, Peyton & Byrne/Sodexo, Coffee Republic and Wok & Go.Serving as the lead point of contact for all customer account management matters.Ensuring the timely and successful delivery of pointOne solutions according to customer needs and objectives.Developing new business and driving upsell of pointOne products and services with existing clients and identifying areas of improvement. Assisting with challenging client requests or issue escalations as neededDeal with any new business leads/referrals that may arise, carrying out demonstrations and closing the deals as required.

Day to day account management of major clients including Bourne Leisure (Butlins, Haven Holidays & Warner Holidays), Fullers, Novus Leisure & Tenpin Limited covering customer satisfaction, account profitability, account planning, revenue maximization, complaint management and escalation process. Understanding the clients’ business profile, requirements and objectives and maintaining strong relationships throughout the client organisation to proactively recognise and develop opportunities for increased revenue. Building key relationships with 3rd party suppliers and external companies/contacts. Ensuring that the client is kept updated with all Zonal products, both hardware and software, providing appropriate documentation. Owning and managing the key delivery of assigned projects and ensuring that these are completed to the required standard, timescales and budgets.Monitoring the success of the agreed Service Level Agreement between Zonal and clients. Reviewing account plans on a regular basis to ensure they are accurate, factual and achievable. To be the escalation point of contact for any client related issues and effectively managing this escalation, through Zonal, to a satisfactory conclusion for the customer. Managing the client credit account to ensure that it is not exceeded.Co-ordination of client hardware rollout schedules including new installations and refurbishment programmes. During my time here I successfully managed the rollout of the Zonal system to a new client with 305 sites in a little over 3 months from start to finish.

London, United Kingdom

Managing the Helpdesk Function, responsible for supporting over 100 Head Office users as well as staff at 40 stores around the UK. Managing the relationship with 3rd party Epos supplier to co-ordinate software and hardware upgrades and acting as an escalation point for the stores. I was also responsible for co-ordinating all 3rd party suppliers for store openings / closures. I managed a number of projects which were successfully implemented during my time at Hamleys including the following:Upgrade of the complete Network Infrastructure at Hamleys, including the replacement of all unmanaged hubs and switches with a core Cisco Switch and a number of additional Cisco managed switches. This also included the expansion of the existing Fibre network at Head Office and the provision of network monitoring tools to aid with problem prevention.Complete Hardware refresh at all stores and the installation of “back office” PC’s at all remote stores.The implementation of Chip and Pin for credit card payment at all stores.Skills include setting up, managing and supporting Windows Servers, Exchange, Watchguard Firewall and SOHO boxes, VPNs, WAN, IP Networks, MacAfee Antivirus (epo), Veritas Backup Exec, Webmarshal, Mailmarshal, Whatsup Gold, PRTG Traffic Grapher, Switches and Alcatel telephone system administration.I have successfully completed the ITIL foundation course.

London, United Kingdom

Quadranet specialises in IT Solutions for the restaurant and hospitality sector. Having been involved as a founder member of the company in 1997 my duties and responsibilities varied over the years and initially included selling the products to interested parties, setting up and installing the systems, supporting the sites and the general administration of the company. The early success of the company saw growth and expansion over the next few years resulting in the Company floating on the AIM Stock Market. Over 200 restaurants were using products from the Quadranet suite. As the company grew I took on the responsibilities of the Support & Implementation Manager. Yet further growth resulted in this post being split. As System Implementation Manager I was responsible for co-ordinating the activities of the Installation Department including Project Managing all installations from the receipt of the Sales order through to the successful implementation of the various systems at sites throughout the UK and beyond.